Setting up tickets

Members open a ticket through a panel. BitGuard creates a private channel for it that only the member and your support team can see.

Setting up a panel

1. Panel channel and categoryWhere the panel is and in which category tickets are created.
2. Support rolesThese roles can see and handle every ticket.
3. Ticket typesFor example "Question" or "Application", each with its own category and support role.
4. TextsCustomize the panel message and the greeting inside the ticket.
5. Post the panel3 panels for free, 10 with Premium.

Inside a ticket

• /ticket claimTake over the ticket
• /ticket add, removeAdd or remove members
• /ticket transferHand the ticket to someone else
• /ticket closeClose it, the HTML transcript goes to the log channel

With Premium, the creator gets a DM after closing and can rate the support with 1 to 5 stars. The ticket statistics (Premium) show new tickets, response and handling times, ratings and a team overview.

Questions before the ticket

For each ticket type you set questions the member answers before opening it. The answers appear right in the ticket, so your team has all the details. 5 questions per ticket type for free, 25 with Premium.

Priority, close requests and team thread

• PriorityLow, medium, high or urgent, via the select menu in the ticket or with /ticket priority. The channel name shows the level.
• Close requestWith a button or /ticket closerequest the team asks whether everything is done. The creator confirms the closing themselves.
• Team threadA private thread in the ticket that the creator can't see. Off, by button or automatically in every ticket.

Auto-close

If you want, tickets without a new message close themselves after a set time, for example after 48 hours. BitGuard can also close a ticket when the creator leaves the server. The transcript is created just like with a normal close.

Panel appearance

• Status countersWaiting, In progress and Priority show live how many tickets are open. Each counter can be switched off.
• Banner imageOff by default. When switched on, the panel shows the BitGuard image or your own image via an https link.
• LanguageEmpty texts use the default texts in your server's bot language.

BitGuard applies changes from the dashboard to the posted panel within a few seconds, you do not need to post it again.